AccountId: 011433970860
ContactId: ac422afd-877d-4a27-af2e-0a4324b8e27e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 278100 ms
Total Talk Time (AGENT): 121021 ms
Total Talk Time (CUSTOMER): 92850 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/ac422afd-877d-4a27-af2e-0a4324b8e27e_20250122T20:10_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from 7 supervision Associates. How are you doing today?
[AGENT][POSITIVE] I'm good, [PII]. How are you?
[CUSTOMER][POSITIVE] Yeah, I'm doing good.
[AGENT][POSITIVE] Good. Well, how can I help you today?
[CUSTOMER][NEUTRAL] Yeah, I just want to know the eligibility.
[AGENT][NEUTRAL] OK, you're just needing to verify if a policy is active or not, is that correct? You're not needing benefit information?
[CUSTOMER][NEUTRAL] No, about the eligibility of claim.
[AGENT][NEUTRAL] Yes sir, I can help you. Uh, you're needing claim status?
[CUSTOMER][NEUTRAL] No, no, no. Only the eligibility.
[AGENT][NEUTRAL] Just, OK, yes, I can help you. And what is your callback number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Sure, it is [PII].
[AGENT][NEUTRAL] Thank you and the member's policy number please [PII].
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] Just a moment.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] 02350170.
[AGENT][NEUTRAL] Thank you. One moment please while I get the member's information loaded.
[AGENT][NEUTRAL] And any information that I do provide for you today might will be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Name is [PII].
[CUSTOMER][NEUTRAL] And the date of birth is on [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, so I do show that she is the spouse of the subscriber on the supplemental policy and it is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And [PII], if you all will be submitting a claim for our review, we must, you must also send a copy of the primary insurance company's explanation of benefits to us as well.
[CUSTOMER][NEUTRAL] OK. And could you please uh repeat the effective date?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And uh is there any term date?
[AGENT][NEUTRAL] And then
[AGENT][NEUTRAL] No, sir, it is active.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] Still accurate?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK, and we need to send the primary OB?
[AGENT][NEUTRAL] With the claim, that is correct.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then once we have processed our claim, you may access our explanation of benefits and claim status by going to our portal at secured.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] And ma'am, uh, the subscriber number is correct, right? And uh
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. Just a moment.
[CUSTOMER][NEUTRAL] And it is not, uh, the is not uh 15579008, right?
[AGENT][NEUTRAL] I'm sorry, what is that number?
[CUSTOMER][NEUTRAL] The one which I given it is correct uh ID right?
[AGENT][NEUTRAL] 2,350,170 is the policy number, yes.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] And is there anything uh uh as the member ID 1557908? No, right?
[AGENT][NEUTRAL] That is an old number. That is an old policy number they termed 71 of 2023.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] OK. It is a new, this is a new, right?
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] The 2,350,170 is the current active policy.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK. And can I have the call reference, ma'am?
[AGENT][NEUTRAL] You would use my name that I gave you along with today's date.
[CUSTOMER][POSITIVE] OK. Thank you so much for your assistance, ma'am. Have a wonderful day.
[AGENT][POSITIVE] Well, you are very yes, [PII], you too, and thank you again for calling APL.
[CUSTOMER][POSITIVE] Yeah, thank you so much.
[AGENT][POSITIVE] You're welcome. Bye bye.
[CUSTOMER][NEUTRAL] Bye-bye.